Position Description

Operations Manager, Patient Experience (West, $6.5K)
Job Code 17923
Division GMP RECRUITMENT SERVICES (S) PTE LTD (EA Licence:09C3051)
Job Placement Location Singapore
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  • Our Client is a well-established Healthcare Organization.

Responsibilities: 

  • Assist the Head of Unit in the area of patient feedback management andimplementation of service quality initiatives/programmes such as patient focusgroups, service recognition, recovery, etc.
  • Feedback management entails patient interface, investigation and follow-up with therelevant staff/dept., service recovery or closing of loop with feedbackproviders/patients, and data entry for reporting purpose.
  • Conduct regular and ad-hoc service training to staff and facilitate clinical riskmanagement workshops/training.
  • To work closely with all staff as a resource person and maintain positive relationships with colleagues and patients.
  • Manage patient feedback and related matters through feedback mailbox and hotline to ensure timely response within stipulated service standards; including investigations, service recovery, follow-up with staff to address the issues raised and crafting of replies to feedback providers to close the feedback loop.
  • Deliver training to ground staff and supervisors on service standards. Conduct and customise ad-hoc refresher training to departments based on their needs andfeedback trends. Facilitate clinical risk management workshops to Senior Doctors and Nurses.
  • Prepare reports such as monthly feedback reports, service report and so forth and sharing of relevant information with senior management and other departments asrequired.
  • Oversee/facilitate patient focus groups and work on actionable plans to improve process/patient experience.
  • Audit service initiatives to ensure compliance.

Requirements:

  • Minimum Bachelor Degree.
  • At least 8 years of working experience in Hospital operations, Patient relation and/or Frontline management.
  • Experience in conducting service training to ground and supervisory staff.
  • Proactive, self-driven and good interpersonal skills, positive and able to cope with tight deadlines.
  • Excellent communications skills, both verbal and written.
  • Excellent Project management and Team leadership skills.
  • Proficient in MS Excel and Data analysis.

Other Information:

  • Working Location: West.
  • Working Hours: Mondays to Fridays, 8.30am to 5.30pm.
  • Critical: Due to the organization's affirmed support and commitment to developing a Singaporean core, this role is only available to Singaporeans.

To apply, please visit www.gmprecruit.com and search for Job Reference: 17923.
To learn more about this opportunity, please contact Novita Tan at novita.tan@gmprecruit.com
We regret that only shortlisted candidates will be notified.
GMP Recruitment Services (S) Pte Ltd | EA License: 09C3051 | EA Personnel: Novita Tan | Registration No: R1220374

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